Version 3 VSS Lights (Power - flashing, Internet - off, In Service - orange, In Use - orange)

[Retired-Lee]

This thread has been created to discuss and troubleshoot the version 3 Sure Signal when the light sequence is as follows:

• Power: Flashing
• Internet: Off
• In Service: Solid Orange
• In Use: Solid Orange

Cause

This light sequence indicates the Sure Signal's not active and it has been unable to authenticate on the Vodafone network

Troubleshooting

Please restart your Sure Signal. If the symptoms continue please add the following details to this thread:

• Your speed test results from here
  
• Your ping test results from here
  
• Your external IP address from here
  
• Your Sure Signal serial number
• The results of a traceroute

Traceroute command:

On a PC:

1. Click on Start and select Run
2. Type CMD into the Run box and press enter/click ok
3. A black box will appear
4. In this box type tracert 212.183.133.177 press Enter
5. Paste the output of this command into your reply

On a Mac:

1. Open Terminal (Applications, Utilities)
2. Type 'traceroute 212.183.133.177'
3. Press Enter

This will help us get the quickest possible resolution for you.

Thanks

LeeH

[biggingerbird]

Hi Gemma

Glad you are aware of compatiblity issues, would be more interested to hear what you are doing about it, and the link you suggest doesn't work. Tried to sort this out nearly a year ago when i bought the suresignal and have struggled without it. My new iphone and I might have to move to EE where I can get reception. A Pity after around 20 years with the same company.

David

[Gemma]

Hi @biggingerbird,

My apologies, the link is working now.

I’m sorry to hear you’re thinking of leaving us.

We’d have offered a return period for your Sure Signal when you first received it.

Please keep a look out for any planned coverage updates in your area here.

Thanks,

Gemma

[Betenoir]

Gemma,

I have exactly the same issue as biggingerbird and have been struggling to get an old version 1 VSS and now a  brand new VSS version 3 working with a BT Business Hub 5.  Does this mean that I am wasting my time?  Does anyone have a VSS working with BT Hub?

Regards,

BN

[DaveCD]

@Betenoir 

Please take a look at our Sure Signal Troubleshooting thread. If this doesn’t resolve your query, please post your reply either below, or in the relevant thread, together with the details requested, including the following information.

Your speed test results from here.

Your ping test results from here.

Your external IP address from here.

The results of a traceroute.

Your Sure Signal serial number:

VSS Traceroute command

On a PC:

Click on Start and select Run

Type CMD into the Run box and press enter/click ok

A black box will appear.

In this box type tracert 212.183.133.177 press Enter

Paste the output of this command into your reply.

This will help us get the quickest possible resolution for you.

Thanks

@Mustardears 

I've performed a location change to clear any faults in the background, please reset the unit.

The light sequence indicates that it's failing to authenticate on our network.

If you're still having the same issues after restarting, please try this at a friend or family members location.

@David_Barker 

Please confirm the light sequence you're seeing is the same as that in the thread title.

Your results provided all look fine.

Please try using a different Ethernet cable.

DaveCD

[David_Barker]

Hi Dave,

Yes same - Power - flashing / Internet - off / In Service - orange / In Use - orange

Just changed the cable - still nothing.

Thanks,

David

[Mustardears]

Tried different cables in different ports. No difference.
Ping Test: 33ms
Jitter: 7ms
External IP: 88.108.199.223
Download: 3.79Mbps
Upload : 0.39Mbps
Sure Signal serial number: 42143134999
My SS2 is not registered as I didn't want to u register the SS3 incase you wanted to look at something "down the line"
You can't seem to make this SS work, you don't actually repair them and you have no stock of new ones. I've spent £100 recently on this junk and without it I can't use my phone at all on Vodafone from home where I work from. Now what?

[David_Barker]

Hello,

Worked for a couple of days then failed, please help.

• Your speed test results  5.43mb down .92mb Upload
  
• Your ping test results 29ms Jitter 1ms
  
• Your external IP address 81.149.23.194
  
• Your Sure Signal serial number 42143529206
• The results of a traceroute

Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms 10.191.64.10
2 38 ms 38 ms 38 ms 194.159.169.245
3 60 ms 39 ms 38 ms anchor-access-4-s2019.router.demon.net [194.217.
23.73]
4 39 ms 38 ms 38 ms gi7-0-0-dar3.lah.uk.cw.net [194.159.161.90]
5 38 ms 39 ms 38 ms xe-0-1-0-xur1.lns.uk.cw.net [193.195.25.70]
6 38 ms 38 ms 39 ms xe-0-3-0-xur1.lns.cw.net [194.70.97.66]
7 * * * Request timed out.
8 * * * Request timed out.
9 * * * Request timed out.
10 * * * Request timed out.
11 * * * Request timed out.
12 * * * Request timed out.

Thanks,

David

[RichHall]

Hi,

I have just got a new VSS v3 and have the above symptoms from the first time of setting up the unit. The unit s registered under my account and two vodafone numbers associated with it. I have conducted the tests as per your trouble shooting guide and the results are as follows:

VSS is connected directly to a Linksys EA6400 - I can see this is connected in the router config and has received a local IP address.

Multiple Ethernet cables tried, currently connected using the supplied cable.

Speed Test:

Download 14.35Mb/s

Upload 0.72Mb/s

Ping 30ms

Ping Test:

Ping 90ms

Jitter 40ms

External IP Address:

146.200.42.148  (ISP: PlusNet)

Sure Signal Ser No:

42143917302

Traceroute Results:

c:\>tracert 212.183.133.177

Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177]
over a maximum of 30 hops:

1 1 ms 1 ms 1 ms Router [192.168.1.1]
2 25 ms 25 ms 25 ms lo0.10.central10.ptw-bng01.plus.net [195.166.128
.170]
3 27 ms 25 ms 28 ms irb.10.PTW-CR01.plus.net [84.93.249.1]
4 28 ms 27 ms 28 ms ldngw1.arcor-ip.net [195.66.224.209]
5 27 ms 27 ms 27 ms 85.205.0.93
6 * * * Request timed out.
7 * * * Request timed out.
8 * * * Request timed out.
9 * * * Request timed out.
10 * * * Request timed out.
11 * * * Request timed out.
12 * * * Request timed out.
13 * * * Request timed out.
14 * * * Request timed out.
15 * * * Request timed out.
16 * * * Request timed out.
17 * * * Request timed out.
18 * * * Request timed out.
19 * * * Request timed out.
20 * * * Request timed out.
21 * * * Request timed out.
22 * * * Request timed out.
23 * * * Request timed out.
24 * * * Request timed out.
25 * * * Request timed out.
26 * * * Request timed out.
27 * * * Request timed out.
28 * * * Request timed out.
29 * * * Request timed out.
30 * * * Request timed out.

Trace complete.

Hope you can help me, I have zero signal at home and cannot make or receive calls.

Thanks

[Betenoir]

@DaveCD

Speed Test Results: Ping 15ms; Download 29.46Mbps; Upload 7.33Mbps

Ping Test: Packet Loss 0%; Ping 27ms; Jitter 11ms

External IP address: 217.41.15.139

Sure Signal Serial No.: 42143511576

Tracert: -

Tracing route to cluster4.vap.vodafone.co.uk [212.183.133.177] over a maximum of 30 hops:

  1    <1 ms    <1 ms    <1 ms  192.168.2.1
  2     5 ms     4 ms     4 ms  BTHUB5 [192.168.1.254]
  3    19 ms    21 ms    19 ms  host81-139-128-1.in-addr.btopenworld.com [81.139.128.1]
  4    19 ms    19 ms    19 ms  213.120.178.141
  5    20 ms    21 ms    20 ms  213.120.177.98
  6    19 ms    20 ms    19 ms  217.41.168.65
  7    20 ms    20 ms    20 ms  217.41.168.107
  8    21 ms    20 ms    20 ms  acc1-te0-0-0-21.l-far.21cn-ipp.bt.net [109.159.249.94]
  9    20 ms    20 ms    21 ms  core4-te0-9-0-19.faraday.ukcore.bt.net [109.159.249.15]
 10    19 ms    23 ms    19 ms  62.6.201.175
 11    22 ms    24 ms    24 ms  lndgw2.arcor-ip.net [195.66.224.124]
 12    22 ms    23 ms    21 ms  85.205.0.86
 13     *        *        *     Request timed out.
 14     *        *        *     Request timed out.
 15     *        *        *     Request timed out.
 16     *        *        *     Request timed out.
 17     *        *        *     Request timed out.
 18     *        *        *     Request timed out.
 19     *        *        *     Request timed out.
 20     *        *        *     Request timed out.
 21     *        *        *     Request timed out.
 22     *        *        *     Request timed out.
 23     *        *        *     Request timed out.
 24     *        *        *     Request timed out.
 25     *        *        *     Request timed out.
 26     *        *        *     Request timed out.
 27     *        *        *     Request timed out.
 28     *        *        *     Request timed out.
 29     *        *        *     Request timed out.
 30     *        *        *     Request timed out.

Trace complete.

I hope this helps.

Thanks,

BN

[Retired-Kay]

Hi @RichHall,

The IP address you've supplied isn't on our whitelist. We can only add it to the list if it's UK based, this one is registered in the US. Your internet provider can help further. 

@David_Barker  

Please deregister the Sure Signal for at least six hours, then re-register it following the instructions here. If you're still having issues, please try it at a different location. 

@Betenoir 
We've seen examples of the Sure Signal working with the BT Home Hub 5. Everything in your traceroute is perfectly fine. 
The light sequence you're seeing is because the Sure Signal is failing to connect to our servers. It could be something as simple as a firewall that's blocking it. 
If you try it at a different location, we can rule out any issues with the device itself. 

@simonsterling 
Your Sure Signal has connected to our servers so it's strange it's not working. Please try a different Ethernet cable in a different port to see if this helps. 

Thanks, 

Kay